Tier 1 Technical Support Representative (REMOTE WISCONSIN)

Aureon; La Crosse (WI); Remote; USD 38,000 - 52,000; Full time

Benefits offered by this job

100% remote work

Shift differential for evenings/week-?

Comprehensive training

Health, Dental, Vision, Life Insurance

401K and PTO

Job summary

Aureon is hiring a Tier 1 Technical Support Representative for a 100% remote role based in Wisconsin. You will handle inbound calls, emails, and chats, resolving hardware, software, and account questions with strong documentation and customer focus.

Required are solid communication, problem-solving, and computer skills, plus 1–2 years in a support environment. Training is provided, with benefits including health coverage and PTO.

Qualifications

• Excellent interpersonal skills to establish and maintain effective relationships with customers and colleagues
• Excellent written and oral communication skills, including strong listening skills
• Intermediate to advanced computer skills with emphasis on Internet knowledge
• 1-2 years of experience troubleshooting hardware and/or software, remotely or onsite
• Experience in a customer support center
• Experience with Mobile Communications and Transportation contexts
• Accounting or accounts receivable exposure is a plus
• Must be dependable, adaptable, and flexible
• Ability to diagnose and troubleshoot issues
• Basic math skills

Responsibilities

• Inbound Telephone Support – answer customer questions professionally and resolve issues; log information and resolution in the ticketing system
• Email & Chat Support – respond to messages, enter customer data and resolutions
• Assist customers with software/hardware inquiries, account management, installation, and best practices
• Focus on quality and customer satisfaction; document interactions thoroughly
• Support inquiries across hardware, software, wireless, OTAP, billing, upgrades, orders and events
• Escalate issues to second level support when needed
• Review and follow up on open issues and participate in projects

Skills

Interpersonal skills

Communication skills

Computer skills

Troubleshooting hardware/software

Customer Support Center experience

Mobile communications

Transportation experience

Accounting or AR experience

Dependability & adaptability

Diagnostic skills

Education

High school diploma or equivalent

Job description

Tier 1 Technical Support Representative (REMOTE WISCONSIN)

Job Category: Contact Center

Requisition Number: TIER1001571

Full-Time

Description

Job Responsibilities:

• Inbound Telephone Support– perform telephone support as scheduled. Ensure that customer questions are answered completely in a professional, caring and responsive manner, commitments to perform research and follow-up are completed, open issues are resolved and each contact -- including information and resolution achieved -- is logged in the appropriate ticketing system.
• E-mail & Chat Support – perform as scheduled. Answer and complete all assigned messages or contacts; ensure that all customer questions and issues are addressed in the reply. Properly enter customer information and resolution in the appropriate ticketing system.
• Skill improvement – continually strive to improve the cognitive and customer service skills necessary to perform the job. This includes proficiency with supported products, demonstrated problem solving ability and excellent verbal and written communication skills. Ability to read, review and understand support resources provided by the contact center and its clients. Attend all training classes and complete any exercises assigned.
• Assist and educate customers with inquiries related to both software and hardware, account management, installation, and best practices
• Focus on quality and customer satisfaction
• Clear and thorough documentation of customer interactions required
• Support inquiries include questions related to – Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing), Upgrades, Online orders and Industry events
• Willing to fiercely advocate on behalf of and represent the Voice of the Customer
• Research and prepare detailed escalations to second level support
• Review, manage and follow up on open issues as needed
• Project work that includes long and short-term initiatives

What can Aureon offer you?

• Opportunities for professional growth, development, and advancement within the organization
• 100% remote working employment model
• Shift differential pay applied to evening and weekend shifts
• Comprehensive training on hardware and software applications for qualified applicants
• Knowledge and experience relating to basic computer applications
• Competitive compensation and full benefits package for full-time employees
• Health, Dental, Vision, and Life Insurance Plans, 401K, and PTO

Required Education:

• High school or equivalent

Required Skills:

• Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional and courteous manner
• Excellent written and oral communication skills, including strong listening skills
• Intermediate to advanced computer skills with emphasis on Internet knowledge
• 1-2 years experience troubleshooting hardware and/or software, either remotely or onsite
• Experience working in a customer Support Center
• Experience working with Mobile Communications
• Experience working with Transportation
• Accounting or accounts receivable experience is a huge plus
• Must exhibit dependability, adaptability and flexibility
• Ability to diagnose and troubleshoot issues
• Basic math skills
• Creative thinking and reasoning ability

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

• Primarily indoor work primarily in office environment
• Frequent utilization of manual dexterity and visualizing of computer screen
• No unusual physical requirements

Remote, Technical Support Representative, Contact Center, TSR, Technical Customer Support Representative, Inbound, Help Desk

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.